Director in this role get to:
Lead the team: Provide direction to the team on how to manage quality to meet or exceed Quality and training SLAs for the programs at the assigned site(s).
Strengthen relationships: Work in a collaborative manner with stakeholders - various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.
Engage the team: Ensure employee satisfaction. Build a positive working atmosphere within the team and engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities / move to the next level.
Be the expert: Prepare and review Quality and training plan to implement Quality procedures effectively in assigned site and programs. Manage the resources including human and equipment's from a high level to deliver Quality flawlessly. Look at ways to reduce waste and increase efficiency. Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVA. Work on six sigma and business impact projects, train team members on lean six sigma and quality tools. Mentor team members to pick YB Projects.
Keep Sutherland aligned: Responsible for QMS and compliance. Work on having quality check plan, documented procedures, processes, records as per QMS requirements. Ensuring compliance to the standard. Stringent review mechanism to ensure compliance and strong governance model.
Impact the bottom line: Review performance periodically by gathering relevant data, analyses, reports and insights / trends. Review Program requirements and ensure they are met. Look at the program metrics, create and implement an action plan to meet and exceed customer requirements.
Improve workflow: Drive and remove bottlenecks for continuous improvement initiatives. Focus on bringing baseline performance to entitlement and then move towards a new benchmark.
Enable and guide: Develop team members skills through classroom and on the job training.
Our most successful candidates will have: Excellent Leadership skillsIdeally Black Belt with TransactionAbility to be hard-working, innovative and meticulousExcellent communication skills, both oral and writtenGood judgment and planning and ‘Out of the Box’ thinkingGood Decision making and Problem-Solving abilitiesStrong background of managing Quality and training standards for large contact center operations,with proven track record of achieving Quality Metric Targets / Thresholds for minimum 15+ YerasEffective communicator with experience in interacting with stakeholders internally and externallyGood experience in Transaction Monitoring management like sampling, coaching, creating monitoring forms, verifying effectiveness of monitoringStrong analytical ability with knowledge of statistical tools and methodsExcellent project management skills with ability to create and execute action plans while working with multiple stakeholdersAbility to identify right management resources and delegate effectively to achieve Quality and training KPIsExperience with Certification audits like ISO / COPC so that he / she can drive and facilitate the requirementsLed or coached projects like Six Sigma, Lean, Kaizen, etc. for improvementExperience in Team Development and mentoring through classroom and practical trainings and projects